Troubleshooting FAQ

Troubleshooting FAQ

Contact Alteil Staff

Email Us
GM Email
If you have an issue with purchasing or anything not covered below, please contact the GMs by email.┬áIf your issue happens to involve a battle it’s vital you include the BATTLE ID or BATTLE URL and your ICZER NAME in your email.

General Information

Finding Your BATTLE ID

battleID

If your issue happens to involve a battle it’s vital you include the BATTLE ID of the battle in your email. Without the information contained in that BATTLE ID it will be very difficult for us to help.

The simplest way to include the Battle ID if you are playing in a web browser is to copy and paste the URL. The Battle ID is included in the URL. If you are not playing in a web browser, the ID can be found at the top of the BATTLE LOG in the OPTIONS MENU as shown.

Opening the OPTIONS Menu

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When in battle, you can open the options menu by clicking on the icon in the lower right. In order to use the troubleshooting tips below, you'll need to be able to open the options menu.

How to FORCE REFRESH a battle

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From the Options menu, hit the FORCE REFRESH button to completely recreate and reconnect your battle. Since Alteil Horizons runs in a web browser, there are a lot of browser specific issues that are outside our control. This is unlikely to be a problem outside the battle, where things operate more or less like a fancy web page. In the battle screen you can recover from a serious problem with the Force Refresh button. Remember, this button will completely clear your browser, close the connection, recreate the battle and the connections from scratch, and put you back where you were. It is able to fix most cases where a battle becomes buggy, no matter the cause. However, if it is your turn, then the countdown timer will remain running (to prevent cheating, the timer must be handled on the server side). In a timed battle, it is possible to run out of time while the Force Refresh feature is recovering your battle.

 

 
Troubleshooting FAQ

I'M A STEAM USER TRYING TO LOG IN TO THE BROWSER VERSION, HOW DO I GET A VALID PASSWORD?

Click on 'Iczer' on the top bar to get to your character sheet. On the left, you'll see a list of menu options, click ACCOUNT OPTIONS
MyiczerExample

This will take you to a page where you can do things like add an email address to the account, or change your password. Simply put in your desired password in the New Password and Confirm Password fields
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Since you don't currently have a password, simply leave the Current Password field blank. Now you can log into Alteil through a browser at home.alteil2.com using the username that appears by your avatar on the MyIczer page, the battle, or the Arena, and the password you just created.

THE GAME IS SLUGGISH IN BATTLE, WITH OCCASIONAL PAUSES IN PLAY

We recomend playing Alteil at speeds 1x, 2x or 3x. Higher speeds may result in an uneven experience. If you are playing Alteil through the STEAM CLIENT and are experiencing lag, please try to play in Chrome using the browser version, which can be found online here. .

I'M SEEING VISUAL OR UI ERRORS THAT MAKE IT DIFFICULT TO NAVIGATE THE GAME.

Alteil: Horizons is very graphically intense for a pure HTML 5 game, and may have some visual issues when used in non-webkit browsers. We recommend trying Alteil in Chrome or the Steam Client.

MY BATTLE HAS BECOME NON-RESPONSIVE. I OCCASIONALLY SEE A QUICK POP UP MESSAGE ABOUT THE CONNECTION.

There has likely been some issue with the connection either between you and our servers, or between your opponent and the servers. The game client automatically tries to reconnect, so waiting a moment will likely allow the game to recover. If the messages stop or if you are confident it will not reconnect, you may want to hit the Force Refresh button (see above).

MY BATTLE HAS BECOME UNRESPONSIVE. THERE ARE NO CONNECTION MESSAGES POPPING UP.

There may be a connection issue, or your opponent may have one, or a local error in your browser may have stopped the game. The Force Refresh button (see above) may fix this. If not, please report this issue immediately.

UI BUGS AND OTHER STRANGE BEHAVIORS HAVE BEGUN RIGHT AFTER AN UPDATE.

Your browser may be holding onto outdated Alteil files in its cache. Try clearing your browser cache or opening Alteil in a Chrome Incognito window. If you are using the Steam Client, try shutting down the client and restarting it. If that doesn't work, try selecting the 'delete local files' option from the Steam window and then re-downloading the client.

A NON-BATTLE SECTION HAS BECOME UNRESPONSIVE, WITH NO ERROR MESSAGE.

It's possible for your browser to discontinue the connection, or some scripting if a page is left idle for too long, in the background, or if your laptop / computer has gone into sleep mode. Refreshing your browser should fix this. If you are using the STEAM CLIENT, switch back and forth between components a few times and it will recover itself.

A NON-BATTLE SECTION HAS BECOME UNRESPONSIVE, WITH AN ERROR MESSAGE.

If the error message concerns a Chat component, refresh the page and see if chat works. The error is sometimes a false positive. If it concerns your Iczer or Card Files, refresh the browser and see if goes away. If you are using the STEAM CLIENT, switch back and forth between components a few times and it will recover itself. In any case, if the error is coming up every time there may be an issue with your account, so please contact the GMs as soon as possible.


 

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